Return Policies 

The general return policies outlined below apply to all vendors, except the following: 

  • Timbren 
  • Stryker 

Purchases can be returned for a full refund or exchange within 30 days from time of purchase. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. There are certain situations where only partial refunds may be granted but are not guaranteed: 

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error. 
  • Any item that is returned more than 30 days after delivery. 

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. 

To start the return process, fill out the contact form here. Our Customer Service team will connect with you via email to confirm receipt of the refund request and approve the nature of the return. You will also be asked to provide proof of purchase and a photograph of the damage, if applicable. Note that refund for the return is not guaranteed until the returned item is received and inspected satisfactorily (see below). Once approved, you can ship your return to: 

#107 – 8716 48 Avenue 

Edmonton, AB, T6E 5L1 

 

Please ensure that package is securely wrapped so there is no (further) damage to its contents. Note that return shipping costs are at the customer’s own expense, unless the return is due to a manufacturer’s defect, in which case we will mail you pre-paid shipping slips that can be used to ship the return. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment once processed.  

Late or missing refunds (if applicable) 

Refunds may take up to 10 days to show up on your credit card statement. If after 10 business days from the date of refund notification you still haven’t received a refund in your bank account, you can contact finance@offgridtrailers.com. 

Exchanges 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please complete this form. 

Depending on where you live, the time it may take for your exchanged product to reach you may vary. 

 

TIMBREN 

 

Timbren offers a 90-day Customer Satisfaction Guarantee: Timbren Satisfaction Guarantee means that if you are not happy with the product – if it hasn’t lived up to your expectations, or you simply changed your mind – they will take it back after having the opportunity to walk through the issues with you.  

You may return Timbren products for a refund, a replacement product, or another product of similar value. 

To return a product, please contact Timbren customer service at 1-800-263-3113 or sales@timbren.com. Timbren customer service representatives are available between 8AM and 5PM EST Monday through Friday. 

Timbren customer service will issue you a Return Materials Authorization (RMA) number. This number will assist us in processing the return quickly and accurately. Timbren customer service may request the following information to issue you an RMA number: 

  • Proof of purchase 
  • Photographs of the product (only applies in case of return of damaged, defective, or incorrect product) 

 After receiving an RMA number, please: 

  • Place the goods securely in original packaging if possible. 
  • Write the RMA number visibly and legibly on the outside of the package. 
  • Return prepaid to one of the following addresses: 

Canada and International Customers Only 

Timbren Industries Inc. 

320 Hopkins Street 

Whitby, ON L1N 2B9 

Canada 

            

US Customers Only 

Timbren Industries Inc. 

60 Industrial Parkway Unit 749 

Buffalo, New York 14227 

USA 

 

You will be responsible for return shipping charges, unless otherwise indicated. 

 

STRYKER 

If you decide that you are unhappy with your boat, Stryker will accept it back within 7 days of purchase in the same condition that you received it in (new and unused), with all the original packaging, manuals and parts. After 7 days returns are subject to 20% restocking fee. Restocking fee is waived for exchanges. Please remember to open your box carefully so you don’t damage your boat. Please email hello@strykerboats.com to start the return process.